Job Description:
The Operations Lead will support the PM in coordinating and executing infrastructure operations. The candidate will support the PM and the Chief Engineer of a small enterprise of no more than 2,000 users. The successful candidate will have significant knowledge of Office 365 platform, infrastructure services, and associated environment configurations. The Operations Lead will provide expert consultation and leadership to the PM and customer on topics such as infrastructure operations and maintenance, incident response, modernization best practices for problem resolution, and infrastructure-related strategies in supporting operational KPIs and meeting SLAs. The candidate will provide expertise in IT governance and work within an ITIL service delivery model. Key responsibilities include technical management and support of both on-premises and cloud tenets, identifying opportunities and the solution path for modernization from on-premises solutions to operating in cloud. The Operations Lead will support the PM in gathering and analyzing requirements, solution design, and execute the modernization plans, while delivering high customer satisfaction. Additionally, the candidate must possess strong creative, communication, and collaboration skills.
Primary Responsibilities
- Experience in providing incident response and problem management
- Expert in ServiceNow platform
- Experience in providing infrastructure and operational leadership
- Ensure seamless operations between various infrastructure components in a complex architectural environment
- Provide technical leadership in operational policies and procedures
- Ensure infrastructure SLAs are being met and ensure action plans are in place to monitor KPIs
- Implement operational best practices to align with specific business needs
- Support security audits to ensure full FISMA compliance.
- Presentation and requirements elicitation skills
- Attention to Detail - is thorough when performing work and conscientious about attending to detail.
- Customer Service - works well with clients and other vendors in achieving mission success and is committed to providing quality products and services.
- Strong Communication Skills - be able to expresses key ideas and obtain tangible feedback from cross-functional team members and stakeholders.
- Critical Thinking and Problem Solving - identifies risks and problems, and be able to conduct qualitative and quantitative analysis to generate and evaluate alternatives and to make recommendations.
- Familiarity with organizational change management
- Demonstrates a high degree of customer service and team work
- Knowledge of Agile/Scrum concepts
- Knowledge of ITIL concepts
.
Basic Qualifications
- Certified Windows Security Administrator
- ServiceNow certifications
- Requires a BS degree and 8 - 12 years of prior relevant experience or Masters with 6 - 10 years of prior relevant experience. May possess a Doctorate in technical domain.
Preferred Qualifications
- ITILv Certified
- Cloud certifications
- Certified Windows Security Administrator
- Certified UNIX Security Administrator
- Certified Perimeter Protection Analyst
- Security Essentials, Critical Controls Certification, and Open FAIR™ Certification Program
